“Everything seemed to be okay and I was told it would arrive by 8pm," she said. "I was able to track it online. At 5.56pm the tracking information changed to ‘attempted delivery but no one was home, will try again on Monday’.”

Emma had ordered the parcel to be delivered to her partner’s mum’s address in CadeleighClose, Bransholme, as she was free all day to wait for the parcel.

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However, when she called asking if someone had been round, she was told no one had come to the door and nobody left the house all day.

The parcel was eventually delivered at around 4.30pm today (December 5) by a courier driver who appeared to be 'chaperoned' according to Emma.

“I got in touch with Amazon, as there is no phone number for Hermes,” said Emma. “They assured me it would be Monday and they were going to query why it hadn’t been delivered.”

Emma called back early Monday morning to confirm she was definitely going to receive her parcel that day. An hour after putting the phone down, the tracking information changed to ‘could not deliver due to external factors’.

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“I contacted the online chat and asked what was going on," said Emma. "After talks with four different people I was assured that it was a glitch on the system and it would be with me on that day.”

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Emma went back online and was told that she would get a call from a manager. She says they also admitted to her the parcel was still at the depot an ever left for delivery.

She queried what the ‘external factors’ were that could have prevented the delivery.

She said: “If it was something from my side then I would try and resolve it but they could not find one. After several chat attempts, apparently the delivery driver said there was restricted access to the house.

“It is a typical house in Bransholme. All they have to do is go through the gate. It’s not blocked or locked.”

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Emma did not receive a manager call back from Hermes and when she queried the following day (Tuesday, December 4) she was told to ‘be patient’.

She said: “No one has updated anything on the system it just says it’s with a courier. So I am back to square one again. I have requested to talk to someone because it gets frustrating having to try to explain everything on the online chat.

“I think I have spoken to 33 people and all I get is 'be patient' but I think I’ve been patient enough.”

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A Hermes spokeswoman said: "We would like to apologise to Ms Carter for this delivery error. The level of customer service she received is not acceptable, nor is it reflective of Hermes as a business.

"We deliver more than 330m parcels across the UK each year and the vast majority are delivered on time and without any problems. We have compensated Ms Carter and the item is currently being delivered.”

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